Compliments & Complaints

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Compliments & Complaints

We value your feedback. We will always try to do our very best and meet your expectations by providing a high quality healthcare service.

We would love to hear from you regarding any positive experiences you have had with the Practice.

Equally if you are dissatisfied we would also like you to share any concerns or complaints you have. The following outlines our complaints process:

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem

Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within twenty working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint

• Make arrangements for you to discuss the problem with those concerned, if you would like this

• Make sure you receive an apology, where this is appropriate

• Identify what the practice can do to make sure the problem does not happen again

If you would like to speak to somebody about making a compliment or complaint and are unsure then please speak to our reception team.

Please click here to download our complaints leaflet.

BOOSTER JABS

In line with the Government’s announcement, the NHS is aiming to offer every adult the chance to book a COVID-19 booster vaccine by the end of the year. This means our practice is now prioritising the booster rollout.

As part of this, some of our routine services may be stood down temporarily to allow us to focus on protecting as many patients as possible.

We are still there for anyone who may need care for an urgent need, but would ask for patience as we support this key national priority over the coming weeks. We hope to be able to stand back up any services as soon as possible and will update this page as soon as we know more.

Please don’t forget there are many services available for you, depending on your condition. These include:

Self-care – This is the best choice to treat minor illnesses and injuries such as hangovers, coughs, colds, grazes, small cuts or sore throats. Many of these can be treated at home, simply with over-the-counter medicines and plenty of rest.
Pharmacy – Pharmacists can give advice on and treat a range of symptoms. They can support you with things such as diarrhoea, earaches, painful coughs, sticky eyes, teething and rashes.
NHS 111 – You can access 111 online or via the telephone. This is for any urgent but non-life threatening health concerns. They will be able to signpost you to the relevant service and provide advice where appropriate, or book you in to an Urgent Treatment Centre.
A&E / 999 – You should only attend A&E or dial 999 in a life-threatening emergency such as severe bleeding, breathing difficulties and severe chest pain.

If you are now eligible for your COVID-19 booster please book it as soon as you can. It is vital as many people as possible get boosted as soon as possible. Please do not ring the practice regarding your boosters, instead visit Covid-19 Vaccine | City Of Wolverhampton Council or call 119 to book an appointment or to find a walk-in clinic near you. You can also find out more about who is eligible, how the vaccine is given and other frequently asked questions. If you are a housebound patient, there is a community team which will be coming out to you to vaccinate you, so please do not contact your GP as the team will be making contact with you.